Implementation Process
We appreciated the implementation team's willingness to be flexible and committed to making our accelerated launch timeline - even as it kept changing on our end for various reasons. They were very patient, and I could tell that they were trying their best to give us the very best service. We never felt like they weren't willing to help or do what was necessary to keep us moving forward. A few suggestions that I would make: 1. We were encouraged to attend the GOPO sessions; however, they were not useful because they covered the same info in our implementation sessions. 2. There were times where I felt like the product knowledge was lacking from our implementation team. They often said they needed to check on things that seemed like basic things to know - ex. how an integration should be set up or how to set up membership types to map on to our needs. I would recommend better training on real-world issues for the implementation team, so they are better versed in scenarios that are likely to come up. 3. There were times where the implementation team would forget or seem to be unaware of features and items from our contracts. While I would never expect them to memorize the contract of every single customer, the experience would feel much more customized if they were equipped with a basic dashboard of all the features we did and didn't have that could quickly be reviewed during each call.
By Anonymous